Social Media Specialist

Job description

The Social Media Specialist is responsible for advocating the brand on all social media networks. The candidates should have a deep understanding of the social media business and guidelines and are accordingly able to actively moderate, listen and engage with our fans (Existing and Prospects) and grow the online community.

Main Responsibilities:

· A-Z customer relations responsible for all customer support answering all inquiries with a response time of 20 - 30 minutes. He/she will also be able to take the conversation offline with the cooperation of Customer Care Center CCC and contact the customer directly to resolve any issues directly. He/she will be trained on a number of CRM platforms in order to accurately communicate or escalate each and every inquiry incoming from the brand's numerous social media channels.
· Engagement: actively engage/converse with existing or new potential customers.
· Support Digital Marketing Expert by managing the digital content and offer information on social media, such as content, videos, and brochures – to tell the whole story and deliver an integrated experience.
· Seeding: monitor and select relevant or trending conversations online, and seed the brand into the discussion.
· Reporting & helping develop internal processes.
· Develop monthly reports on business leads, customer satisfaction, engagement rates, response time, escalation issues, etc.
· Work with local Customer Care, Offer Managers and HR in responding to posts on social media sites.
· Manage/monitor local share-of-voice about products, competition, and industry trends.
· Cultivate the local social media community (followers, likes, retweets, etc.).
· Manage local editorial calendars for posting content to local social media sites.
· Deliver social media feedback to their parent global businesses about products/services/solutions.
· Liaise with external agencies to ensure that their work meets the organizations' requirements, deadlines, and budget.

Desired profile

Qualifications :

·  BA/BS in Marketing or equivalent degree with 2-3 years' experience of marketing, sales and/or online sales development experience, Electrical Engineering background is preferred.
·  Outgoing personality, sociable, articulate, positive, talkative and eager to converse with our fan base and customers.
·  Social media experience, experience with the following social media channels is a must: Facebook, Twitter, Instagram.
·  Writing skills, excellent use of language matched with proper customer relation.
·  Languages: we are looking for individuals that are able to speak, read and write of both Arabic & English in an very good manner.
·  Good understanding of comprehensive Social Media tools & tactics such as: Publishing, Listening, Reporting, Advertising.
·  Knowing the e-marketing KPIs and having a general understanding of web analytics.
·  Overall: great time management skills, ability to multitask, intelligent, handles presure.